Einstein Flashcards
Tabs in Einstein
(ABOATS) Account, Billing and Payment, Overview, Activity, Troubleshooting, Services
What tabs are found under the Account tab?
(UAX) User and Preferences, Account History, Xfinity Coupon
What tabs are found under the Billing and Payment tab?
(SBPPL) Summary, Bills, Payments, Preferences, Ledger
What tabs are found under the Troubleshooting tab?
(IDO) ITGs, Devices and Diagnostics, Outages
What tabs are found under the Service tab?
(CA) Customer Agreements, Additional Services
What tabs are found under the Activity tab?
(TO) Tickets, Open work orders
Name the ways you can search itgs?
Internet, TV, Voice, Home, General
How do you end the conversation?
Summarize the Conversation, Confirm the best way to reach the customer in the future, Educate the Customer
What is the link do you select to see the Xfinity centers?
Service Centers
What 2 ways can you filter or search for a channel?
package type, keyword, channel type, channel genre, viewing options
What columns are displayed in the channel line up?
SD, HD, Channel, Lowest Package Subscribed, Stream Status
What will clicking on a channel/network name show you?
Channel/network name, packages it is included in, current program airing, description, air time
What 4 genres can you filter in the channel line up?
Premiums, Lifestyle, Entertainment, News, Help and Services, News and Info, Music, Movies, On Demand, Pay-Per-View, High-Definition, Local, Kids and Family, Multicultural, and Sports
How do you put a customer on the do not call/do not mail list?
Useful Links, Communication Opt Out Manager
Where do you edit contact phone numbers in Einstein?
Account, Users and Preferences, Account Settings
How can you view voice settings?
Account, User and Preferences, Voice Settings
What levels are refreshed in BAM and how often?
Inventory levels are refreshed every 20-30 minutes
Where do you find notifications in Einstein?
Bell icon
You can use your account number to:
- Pay your bill.
- Manage your account with our support team.
- Create a primary Xfinity username to manage your services online.
What is the main username for the account?
Primary
What information does a customer need to create a primary Xfinity username online?
Your account number or the last four digits of your Social Security number plus your date of birth.
Customer Proprietary Network Information (CPNI) is information related to an Xfinity Voice or Xfinity Mobile customer’s voice services. Name 3 reasons you would need to request it.
- Any information contained in voice customer bills.
- Call detail records.
- Quantity (e.g., number of accounts or lines, etc.).
- Technical configuration (call forwarding, number of rings, call blocking, use of calling app, etc.).
- Type (local plan, international plan, mobile service, etc.).
- Destination (called parties, etc.).
- Location (geolocation information, room of house where phone is installed, etc.).
- Amount of use (minutes used, number of parties called, etc.).
What section does not appear in middle panel when you are in the Overview tab vs the top panel in Einstein?
Diagnostics appears instead of Troubleshooting
What is the left panel called in Einstein?
Utility Navigation panel
What appears in the left Utility Navigation panel once in a customer account?
Any required actions that need to be taken on a customer’s account .
What sections appear when you click the customer’s name?
(CAAR)
- customer information
- account information
- account indicators
- related links
What are reasons you send a Xfinity coupon for?
Apology or Thank You
How do you find a customer’s purchased owned history?
Toolkits, TV, Billing, Customer Owned Purchase History
How do you find a customer’s purchased owned history?
Toolkits, TV, Account, Xfinity On Demand
How do you find a customer’s data usage?
Toolkits, Internet, Account, View Usage History
What happens if you go over your data usage?
You will automatically be charged $10 each time we provide you with an additional block of 50 GB of data, with a limit of $200 per month.
How do we notify our customer’s regarding their data usage?
You can elect to receive email, browser, and text notifications at 50%, 60%, 70%, 80%, 90%, 100%, 110%, and 125% of a terabyte (The notification on reaching 100% of your monthly data plan will always be sent.).
How much is the Unlimited Data Option?
The Unlimited Data Option costs an additional fee of $50 per calendar month.
The Terabyte Data Internet Usage Plan does not apply to which customers?
- Xfinity Internet Gigabit Pro
- Business Internet
- Bulk Internet agreement
- Prepaid Internet
What is my data limit?
One Terabyte Internet Data Usage Plan provides you with 1 TB (1024 GB) of Internet data usage each month as part of your monthly Xfinity Internet service.
What do we offer with our data usage?
Two courtesy months, so you will not be billed the first two times you exceed a terabyte.
Do courtesy months reset once you use them?
If you use more than a terabyte 2 times or less in a 12-month period, your courtesy month balance will reset to 2 at the end of these 12 months. However, if you use more than a terabyte 3 times in a 12 month period, no more courtesy months will be given. The 12 month period begins the first time you exceed a terabyte.
This ITG troubleshoots no picture issues with or without an error message.
No Picture ITG
This ITG is used for customers disputing equipment charges or reporting damage, loss or theft of equipment.
Billing ITG
This ITG troubleshoots issues related to transferring an XFINITY username from a previous account to a new one
Transfer of XFINITY Username From Previous Account ITG
This ITG is is to be used when the customer would like to activate certain equipment including: Appliance Controller Camera Curtain Motion Sensor Door/Window Sensor In Wall Lighting Lighting Controller Motion Sensor Thermostat Water Sensor XH (Control) Hub
XFINITY Home Activations ITG
This ITG troubleshoots issues with customer-placed calls such as dead air, call going directly to voicemail or dialed number not being in service.
Cannot Make Calls ITG
